Handling Tickets

Learn how to merge and forward tickets, add Cc and Bcc recipients, reply, comment, manage assignments, and more in SupportBee.

Ticket States

Understand how tickets move through answered, unanswered, assigned, snoozed, and archived states in SupportBee.

Respond to customer inquiries from a shared inbox with automatic state tracking and real-time collision detection.

Add internal notes and collaborate with team members using private comments that are hidden from customers.

Save time with reusable text snippets for common responses, and insert them quickly into any ticket reply or comment.

Add images inline or as attachments to ticket replies for visual references and better communication.

Add files and images to ticket replies and comments using drag-and-drop, clipboard paste, or the file picker.

Assign tickets to individual team members so every conversation has a clear owner responsible for the response.

Route tickets to specific teams for organized workload distribution and specialized support handling.

Organize and categorize tickets using color-coded labels to streamline filtering, reporting, and team workflows.

Mark resolved tickets as archived to keep your shared inbox organized and accurately track resolution times.

Combine related or duplicate tickets into a single thread to keep conversations organized and avoid repeated replies.

Forward ticket details to external parties outside your helpdesk while keeping the original conversation intact.

Update the sender address or primary recipient on a ticket to correct routing errors or redirect the conversation.

Restrict ticket visibility to admins and assigned agents to handle sensitive or confidential support conversations.

Manually create new support tickets on behalf of customers directly from the SupportBee web interface.

Reply to tickets and execute actions like assign, archive, and star directly from email notifications.

Find tickets quickly using keyword search, customer email lookup, and advanced filters in SupportBee.

Access and inspect original email headers on any ticket to troubleshoot delivery issues and verify sender details.

Navigate your inbox and manage tickets faster using familiar Gmail-style keyboard shortcuts in SupportBee.

Monitor team performance with built-in reports covering ticket volume, first response times, and per-agent activity.

Prepare draft replies for review before sending and let teammates collaborate on responses before they reach the customer.

See a complete history of every action taken on a ticket, including assignments, state changes, and replies.

Add Cc and Bcc recipients to your ticket replies so managers, teammates, or external stakeholders stay informed.